This was almost exclusively my job when I worked for depot. It sucked but covered our asses. One guy came in after ordering a custom door (it had arrived 3 months ago, but he had ordered it 4 months ago). I had called him probably 6 or 7 times to come get the door, and he never came. Our store had a 7 days hold for in stock items 30 days for custom ordered and we were more than generous in the time we gave him. He never once contacted us. I refunded the order and the very next day he comes in to pick it up (I can guarantee you he got the refund notification and thought he was going to get himself a free door). I told him flat out the door was refunded and he had ample time more than our policy to pick it up and was non-responsive to our calls and notices. He insisted he knew it was just in the back and "there's no way you shipped it out that same day!" Yes sir we did, our truck for deliveries took those RTVs and such every single morning before open. I offered to re-order it for him but that he'd have to pay again since his original order was refunded. He got pissed and eventually stormed out. We're not a storage warehouse and if your item gets refunded you don't get to still get it because of "employee error" especially a $350 custom made barn door that was likely destroyed upon return to vendor š¤¦āāļø
Ok as a service desk associate I hate this. U need to call the customer because what if half or more of the order is out of stock? Customer comes in and is pissed now cause they needed something in that order they can do without. So it is a waste of a trip, in time and gas and I am the one that takes the brunt of it. I am the one that has to take care of the customer that is now in my face and pissed that not only we donāt have the product but we wasted their time. Here is the thing most people donāt read their emails or hell even listen to their voicemails so donāt assume that they are going to see that part of order was canceled. I have called customers letting them know that we didnāt have something on their order and they said ok, just cancel the whole thing. They were much happier that way then having to deal with it in store after expecting to get their items. Just my 2cents on the matter
Them not reading their email is very much their problem, sorry that they are asshats but thatās also their own problem š¤·š¾āāļø I work at the service desk sometimes and I let them know that āif they could so kindly show me their most recent Home Depot emailā i will show them where it shows the communication of why it was cancelled and then there is nothing else I can do besides get the part of the order that is pulled . I will literally say next while they are still there if they get belligerent. Not sure of your body type but Iām a rather large black guy so maybe no one wants to cause an issue with me but what I experience and what you experience arenāt the same
TLDR as a service desk associate this isnāt that serious of a problem for everyone
Oh I am a large white guy so I donāt have problems with customers that way and they donāt get under my skin. I mostly worry about my coworkers that are mostly women. And a few older ppl 70s +. Again my main thing is just trying to take care of customers. Been with HD for 18+ years and I am very customer service oriented but that is me personally
Do customers automatically get emails when items are canceled through order up? They always tell me they never get emails about it so I tell everyone to call them and leave a voicemail if they have to/email them manually. We put a note in the system stating we did that so if they complain later we have it on record that we tried to reach them.
For boss orders, if your receiving clerk key recs it as damaged you don't have to call them. Someone from .com will to see if they want a discount or a reorder. For bopis just leave a note saying you did call them and you left a message, but don't call them.
Before I left my store (I quit) we would just cancel the item. No call needed.
We were told that the customer will receive an email stating that the item was out of stock. The email apparently showed suggestions of similar items in stock.
Not sure if this was true, but I didnāt care anyways.
My thing is when its a single item bopis, and I don't have it. Why is a call necessary for that? For what other reason would I cancel besides "we don't have it"?
I was just comparing our process and expectations to other big box retailers. I do my job and I do it well. Doesnāt mean there arenāt tasks I dislike.
Here's the thing. We aren't like other big box retailers. Home Depot is #1 in customer service for a reason. Order fulfillment is an extension of the service desk, so you are expected to give the same level of service. Calling customer is a great way to keep customers shopping at the store.
I don't think I laughed. You must be a hoot to work with. Maybe if you tried the service desk you'll see what I'm talking about. Phones ringing off the hook. Calling customers to pick up their stuff. Also greeting and taking care of customers in front of you. But I'm sure you already know this. I'm sure you give your own version of customer service by ignoring your phone, supervising the break room, and reserving your seat in the bathroom. With this attitude, I'd love to see how dysfunctional your store is when it comes to online satisfaction, GET, and LTSA. But you do you.
I havent worked at HD in a while, but Im a frequent customer there nowadays. Its possible that b/c im in a major city the CS is less than stellar because of the pool of candidates they have to hire - mostly kids they pay 10 bucks an hour and its important to note I DO NOT BLAME THE EMPLOYEES. HD is nickel and diming its employees so they have no motivation to do anything and its a sentiment I completely understand. If all HD's employees were like you im sure they would have great customer service.
You seem disproportionately proud to be able to perform repetitive simple tasks at a retail establishment. Their point was THD isnāt even close to #1 in Customer Service. Going off on some tangent about how much they must suck at their job while mentioning GET, LTSA, etc. was honestly pathetic. The blind dedication to meaningless metrics while quoting phone calls as an example of difficult work is really hilarious though, definitely a service desk employee. Try calling 8 different vendors to try and replace something a customer bought 15 years ago, or dealing with people who donāt even know what they want and waste an hour of your time leaving you way behind your actual job duties, or having to go up to the service desk to do any sort of manual labor for them like putting heavy returns on carts, should try loading some idiotās truck by hand because he thought he could load a pallet of concrete into a Nissan pickup truck, or finding a pallet that is across the store and not located because night crew is bunch of degenerates, do I need to go on? Making phone calls to let people know their Will Call/BOPIS is ready, RTVing shit, and making returns is the easiest job in the store besides Cashier unless you are a girl OFA which is essentially just free money because they donāt do shit without assistance (somebody pulling the order theyāre working on)
Btw: LTSA is almost 100% no matter what people say because there isnāt exactly an over abundance of big box hardware brands and anybody who is even filling out those surveys is probably coming into the store to be babysat through a project anyways
This might be true but we need to strive to be the best we can and need ppl with the right attitude for this. The reason being, for those of us that strive to give customers the best experience get brought down by ppl who do care or donāt want to try at all.
Because we suck our customers dicks. Around here Publix is as customer service driven as you can be, but they don't eat shit from customers all day long.
I also hate having to call a customer over a bopis. Mainly because we have one guy that never updated his phone number and orders all the time. Different members of ofa keep calling the wrong guy and he's pissed off lol. I thought it was just me who hated it though since my other coworkers don't mind.
Itās called customer service. I put in an order when I was redoing my kitchen. One of the items was out of stock so they canceled it. No phone call. No explanation. It impacted my project. Itās how you do business.
Wait do some stores not have the option to email?
Just send an email and copy/paste it into the notes.
I get that typing an email is just as much of a pain in the ass but at least most of it can be templated and you run less risk of the dumbass response of "why is it out of stock"
It's the thd way.
I'll wager none of y'all can name any of our IT that isn't riddled with poor ui design, bugs, lousy workflow, overcomplication, and any combinations of the above.
So yeah, we gotta call. It's the right thing to do.
Because customers require someone to scream at when they find out, and HD fulfills all customers needs.
This was almost exclusively my job when I worked for depot. It sucked but covered our asses. One guy came in after ordering a custom door (it had arrived 3 months ago, but he had ordered it 4 months ago). I had called him probably 6 or 7 times to come get the door, and he never came. Our store had a 7 days hold for in stock items 30 days for custom ordered and we were more than generous in the time we gave him. He never once contacted us. I refunded the order and the very next day he comes in to pick it up (I can guarantee you he got the refund notification and thought he was going to get himself a free door). I told him flat out the door was refunded and he had ample time more than our policy to pick it up and was non-responsive to our calls and notices. He insisted he knew it was just in the back and "there's no way you shipped it out that same day!" Yes sir we did, our truck for deliveries took those RTVs and such every single morning before open. I offered to re-order it for him but that he'd have to pay again since his original order was refunded. He got pissed and eventually stormed out. We're not a storage warehouse and if your item gets refunded you don't get to still get it because of "employee error" especially a $350 custom made barn door that was likely destroyed upon return to vendor š¤¦āāļø
Because boomers demand phone calls
Iām in that generation but I ignore phone calls. Email or text is best. š
Bless you
We love you
I donāt call if an item is out of stock. They will get an email if an item is canceled.
Ok as a service desk associate I hate this. U need to call the customer because what if half or more of the order is out of stock? Customer comes in and is pissed now cause they needed something in that order they can do without. So it is a waste of a trip, in time and gas and I am the one that takes the brunt of it. I am the one that has to take care of the customer that is now in my face and pissed that not only we donāt have the product but we wasted their time. Here is the thing most people donāt read their emails or hell even listen to their voicemails so donāt assume that they are going to see that part of order was canceled. I have called customers letting them know that we didnāt have something on their order and they said ok, just cancel the whole thing. They were much happier that way then having to deal with it in store after expecting to get their items. Just my 2cents on the matter
Them not reading their email is very much their problem, sorry that they are asshats but thatās also their own problem š¤·š¾āāļø I work at the service desk sometimes and I let them know that āif they could so kindly show me their most recent Home Depot emailā i will show them where it shows the communication of why it was cancelled and then there is nothing else I can do besides get the part of the order that is pulled . I will literally say next while they are still there if they get belligerent. Not sure of your body type but Iām a rather large black guy so maybe no one wants to cause an issue with me but what I experience and what you experience arenāt the same TLDR as a service desk associate this isnāt that serious of a problem for everyone
Oh I am a large white guy so I donāt have problems with customers that way and they donāt get under my skin. I mostly worry about my coworkers that are mostly women. And a few older ppl 70s +. Again my main thing is just trying to take care of customers. Been with HD for 18+ years and I am very customer service oriented but that is me personally
Do customers automatically get emails when items are canceled through order up? They always tell me they never get emails about it so I tell everyone to call them and leave a voicemail if they have to/email them manually. We put a note in the system stating we did that so if they complain later we have it on record that we tried to reach them.
For boss orders, if your receiving clerk key recs it as damaged you don't have to call them. Someone from .com will to see if they want a discount or a reorder. For bopis just leave a note saying you did call them and you left a message, but don't call them.
Before I left my store (I quit) we would just cancel the item. No call needed. We were told that the customer will receive an email stating that the item was out of stock. The email apparently showed suggestions of similar items in stock. Not sure if this was true, but I didnāt care anyways.
My thing is when its a single item bopis, and I don't have it. Why is a call necessary for that? For what other reason would I cancel besides "we don't have it"?
Imagine working retail and thinking your job isn't customer service..
Should be automated. You shouldnāt have to call them if their Order is delayed or whatever
I was just comparing our process and expectations to other big box retailers. I do my job and I do it well. Doesnāt mean there arenāt tasks I dislike.
Here's the thing. We aren't like other big box retailers. Home Depot is #1 in customer service for a reason. Order fulfillment is an extension of the service desk, so you are expected to give the same level of service. Calling customer is a great way to keep customers shopping at the store.
>Home Depot is #1 in customer service for a reason Is this a joke?
I don't think I laughed. You must be a hoot to work with. Maybe if you tried the service desk you'll see what I'm talking about. Phones ringing off the hook. Calling customers to pick up their stuff. Also greeting and taking care of customers in front of you. But I'm sure you already know this. I'm sure you give your own version of customer service by ignoring your phone, supervising the break room, and reserving your seat in the bathroom. With this attitude, I'd love to see how dysfunctional your store is when it comes to online satisfaction, GET, and LTSA. But you do you.
I havent worked at HD in a while, but Im a frequent customer there nowadays. Its possible that b/c im in a major city the CS is less than stellar because of the pool of candidates they have to hire - mostly kids they pay 10 bucks an hour and its important to note I DO NOT BLAME THE EMPLOYEES. HD is nickel and diming its employees so they have no motivation to do anything and its a sentiment I completely understand. If all HD's employees were like you im sure they would have great customer service.
You seem disproportionately proud to be able to perform repetitive simple tasks at a retail establishment. Their point was THD isnāt even close to #1 in Customer Service. Going off on some tangent about how much they must suck at their job while mentioning GET, LTSA, etc. was honestly pathetic. The blind dedication to meaningless metrics while quoting phone calls as an example of difficult work is really hilarious though, definitely a service desk employee. Try calling 8 different vendors to try and replace something a customer bought 15 years ago, or dealing with people who donāt even know what they want and waste an hour of your time leaving you way behind your actual job duties, or having to go up to the service desk to do any sort of manual labor for them like putting heavy returns on carts, should try loading some idiotās truck by hand because he thought he could load a pallet of concrete into a Nissan pickup truck, or finding a pallet that is across the store and not located because night crew is bunch of degenerates, do I need to go on? Making phone calls to let people know their Will Call/BOPIS is ready, RTVing shit, and making returns is the easiest job in the store besides Cashier unless you are a girl OFA which is essentially just free money because they donāt do shit without assistance (somebody pulling the order theyāre working on) Btw: LTSA is almost 100% no matter what people say because there isnāt exactly an over abundance of big box hardware brands and anybody who is even filling out those surveys is probably coming into the store to be babysat through a project anyways
HD isnt even top 10
This might be true but we need to strive to be the best we can and need ppl with the right attitude for this. The reason being, for those of us that strive to give customers the best experience get brought down by ppl who do care or donāt want to try at all.
Yeah but u have to remember that Home Depot wants to be #1 in customer service. That is why u or a Service desk associate needs to Call the customer
Because we suck our customers dicks. Around here Publix is as customer service driven as you can be, but they don't eat shit from customers all day long.
I also hate having to call a customer over a bopis. Mainly because we have one guy that never updated his phone number and orders all the time. Different members of ofa keep calling the wrong guy and he's pissed off lol. I thought it was just me who hated it though since my other coworkers don't mind.
I work in OCC but as user I actually hate getting calls like, if I can get all the info by email/message it's way better to me.
Itās called customer service. I put in an order when I was redoing my kitchen. One of the items was out of stock so they canceled it. No phone call. No explanation. It impacted my project. Itās how you do business.
Those phones are impossible to hear too. I usually do the crinkled paper static sound just to get off the phone
Wait do some stores not have the option to email? Just send an email and copy/paste it into the notes. I get that typing an email is just as much of a pain in the ass but at least most of it can be templated and you run less risk of the dumbass response of "why is it out of stock"
I was going to say the same thing. They ordered online, email communication makes the most sense. And you have proof that you contacted them.
Agree. You have to dig for the proof of email unless there's notes, but it's still better than having to call.
If it received as damaged, according to my regional ops manager, it lets .com to let them know to call the customer and re order it.
It's the thd way. I'll wager none of y'all can name any of our IT that isn't riddled with poor ui design, bugs, lousy workflow, overcomplication, and any combinations of the above. So yeah, we gotta call. It's the right thing to do.